Principal Engagement Manager

Company Description It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work Fast forward to today ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8 100 customers including 85 of the Fortune 500 Our intelligent cloud-based platform seamlessly connects people systems and processes to empower organizations to find smarter faster and better ways to work But this is just the beginning of our journey Join us as we pursue our purpose to make the world work better for everyone What you get to do in this role The Principal Engagement Manager oversees the on time on budget delivery of the defined solution scope to meet the customer s desired results This requires the EM to complete the project following ServiceNow s leading practice methodology NowCreate working in collaboration with the customer project team and any involved partner ensuring governance is followed to gain team member support for the project including risk and issue mitigation The EM is also responsible for assembling and leading the ServiceNow resources on the project making sure they understand the planned tasks tracking actual progress and managing deviations through appropriate measures Lead the delivery team throughout the engagement often in collaboration with a services partner Manage the engagement governance timeline scope risk change management resourcing reporting and financials Work with the Sales Account Team partner and customer to understand the customer and the engagement including challenges partners issues and value being delivered Understand the goals and align the deliverables accordingly Apply expertise from the Now Create methodology and prescriptive guidance to promote delivery of the engagement including long-term customer success Be the single contact to encourage collaboration and customer agreement on proposed solutions Mentor Customer Outcomes or Partner team members to achieve the engagement s deliverables and promote the customer s desired results Identify gaps between actuals and plan of record proposing solutions and driving resolutions Lead the delivery team throughout complex programs often with multiple workstreams and in collaboration with a services partner Qualifications To be successful in this role you have Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AI s potential impact on the function or industry 12 years progressive experience as part of a professional services organization or equivalent education experience Ability to travel up to 50 Industry domain expertise in Technology BFSI Workflow Creativity with comfort running projects independently Experience driving complex issues through analysis and resolution Experience working collaboratively ServiceNow certifications in aligned workflow FD21 Additional Information Work Personas We approach our distributed world of work with flexibility and trust Work personas flexible remote or required in office are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service Equal Opportunity Employer ServiceNow is an equal opportunity employer All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements Accommodations We strive to create an accessible and inclusive experience for all candidates If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance Export Control Regulations For positions requiring access to controlled technology subject to export control regulations including the U S Export Administration Regulations EAR ServiceNow may be required to obtain export control approval from government authorities for certain individuals All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities From Fortune 2025 Fortune Media IP Limited All rights reserved Used under license